Scope's purpose is to create meaningful opportunities for people with disability to belong and thrive. We support people with physical, intellectual and multiple disabilities to achieve their goals. Scope is a registered provider under the NDIS and delivers a range of services including supported independent living, short term accommodation (respite), social connections, lifestyle options, therapy and employment services in over 420 service locations across Victoria and NSW.
About Scope
Scope's purpose is to create meaningful opportunities for people with disability to belong and thrive. We support people with physical, intellectual and multiple disabilities to achieve their goals. Scope is a registered provider under the NDIS and delivers a range of services including supported independent living, short term accommodation (respite), social connections, lifestyle options, therapy and employment services in over 420 service locations across Victoria and NSW.
About Your Role
Scope has an exciting 12-month fixed term opportunity for an accomplished professional to contribute to our transformation journey across the Quality and Systems domain. You will bring demonstrated experience delivering systems and process design projects across compliance and quality.
Reporting to the Head of Quality Systems and Improvement, this role will own the full lifecycle of the work from design to implementation.
You will lead a 12-month project that re-engineers existing processes; you will build new governance, reporting and compliance frameworks across our organisation. There are specialists in NDIS & Disability to support you as required, so we welcome applications from other industry sectors.
You will enjoy interacting with diverse stakeholders and possess the communication and relationship skills to thrive in a fast paced, diverse and complex environment.
Your Key Focus
Sitting within the Quality Safeguarding and Practice Governance portfolio, this role will lead the design, planning, execution, and delivery of an improved feedback and complaints management approach at Scope.




This role will establish and lead a working group made up of internal stakeholders which will provide oversight, guidance and subject matter expertise to the design and execution of the current system. The role will prepare progress reports and updates for the Head of Quality Systems and Improvement as well as the Group Practice Governance and Client Experience Committee, Executive Leadership Team Committee and the Board Quality, Safety and Client Experience Sub-committee.
Your Responsibilities Will Include
Review current state complaints policies and procedures and undertake gap analysis. Liaising with appropriate internal specialist teams, where required, to support design of future state.
Review procedures for alignment across Scope's three entities with a view to strengthening key elements of our policies, processes and procedures
Design and lead workshops for co-creation
Understand the various parties and address their specific needs (employees, clients, etc)
Develop Accessible Complaints Information
Build out a data strategy with required capture, monitoring and reporting with support from our BI and data team
Governance and Board reporting
Change communications, adoption and launch design
What We Look For
Strategic Delivery Focus: Demonstrates the ability to lead complex projects that deliver measurable business value aligned to enterprise priorities which result in new ways of working being embedded as business as usual
Process and system design: Demonstrated capability to lead the design through to implementation of new systems and processes in complex, highly regulated environments
Stakeholder Engagement:



Demonstrated capability to build trusted relationships across diverse stakeholder groups, communicate with influence, and navigate competing interests to drive outcomes
Governance and Risk Management: Demonstrated ability to structure governance frameworks, proactively manage risks and issues, and ensure compliance with organisational standards
Analytical Thinking: Synthesises data and insights to inform decision-making, track benefits, and optimise project performance
Collaboration and Team Culture: Creates a positive, inclusive team environment that encourages contribution, accountability, and continuous improvement
Scope as an Employer
At Scope, we 'Celebrate our people' by rewarding you with access to an exclusive benefits platform. You will have access to cashback, vouchers, and discounts to over 500 popular retailers covering groceries, fuel, entertainment, wellbeing and so much more. It's one of the ways we thank our team for the ongoing and valued contribution they make to the lives of the people we support.
View our stance on inclusion, diversity and human rights by visiting our careers page.
Benefits
Meaningful work that creates positive impact for people with disability
Flexible working arrangements, with a minimum of three days per week at a Scope location
Collaborative and supportive team environment
Opportunities to influence organisation-wide transformation initiatives
Salary packaging benefits of up to $15,900 per year
Free onsite and accessible parking
Hawthorn office is nearby public transport
Scope (Aust) is a **** Circle Back Initiative Employer – we commit to respond to every applicant.
Please note, successful applicants will be required to hold a NDIS Worker Screening Check Clearance and a Working with Children Check. If you have lived or worked for a continuous period of 12 months or more in another country within the last 10 years, a certified International Police Check from that country or countries will also be required. Please note that the offer will be conditional on meeting these requirements.
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📌 Quality Process & System Design Lead (Melbourne)
🏢 Scope (Aust
📍 Melbourne